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  #21  
Old 06.11.2018, 12:16
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Re: Formal complain against SUNRISE!!

I did just that by going to a Swisscom shop.

How hard is it for a service provider to try calling the end-user first before putting unfair blame and before shutting the service?

Sunrise or mobilezone's fault? I can not care less for this question. They are both service providing businesses. In the end it was me not getting the service. Putting blame has no meaning or value from my point of view.

Improved services and processes have meaning.
Getting feedback from users has meaning.

I have a different mindset obviously.
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  #22  
Old 06.11.2018, 12:54
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Re: Formal complain against SUNRISE!!

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How hard is it for a service provider to try calling the end-user first before putting unfair blame and before shutting the service?

Sunrise or mobilezone's fault? [...]In the end it was me not getting the service.
Couldn't agree more. I don't understand the flaming against the OP. Sunrise found an issue with a new client's data, and instead of calling up and ask they decided to stop service? WTF? Is this customer-centric thinking? Is this the UX a company wants? How STUPID does the person pushing the button to stop the client's service need to be?
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  #23  
Old 06.11.2018, 13:03
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Re: Formal complain against SUNRISE!!

Most likely a legal requirement.

Blame it on 9/11.

Tom
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Old 06.11.2018, 13:15
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Re: Formal complain against SUNRISE!!

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I did just that by going to a Swisscom shop.

How hard is it for a service provider to try calling the end-user first before putting unfair blame and before shutting the service?

Sunrise or mobilezone's fault? I can not care less for this question. They are both service providing businesses. In the end it was me not getting the service. Putting blame has no meaning or value from my point of view.

Improved services and processes have meaning.
Getting feedback from users has meaning.

I have a different mindset obviously.
LOL you need to chill else you'll give yourself a stroke living here
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  #25  
Old 06.11.2018, 13:18
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Re: Formal complain against SUNRISE!!

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Couldn't agree more. I don't understand the flaming against the OP. Sunrise found an issue with a new client's data, and instead of calling up and ask they decided to stop service? WTF? Is this customer-centric thinking? Is this the UX a company wants? How STUPID does the person pushing the button to stop the client's service need to be?
why would they call the op when it was a 3rd party who sold the subscription, account looks like fraud, block it, if its a genuine mistake customer will call. How much time do you think companies should devote to chasing people trying to commit fraud??

you really think its a person pushing that button? bless
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  #26  
Old 06.11.2018, 13:31
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Re: Formal complain against SUNRISE!!

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why would they call the op when it was a 3rd party who sold the subscription, account looks like fraud, block it, if its a genuine mistake customer will call.
Oh my goodness, Blue...seriously? A customer bought and signed a contract via a 3rd party. Sunrise CONNECTED the phone and probably sent some paperwork to a wrong address...whose fault the mistake is doesn't really matter. The thing is the paperwork probably went back to Sunrise, and instead of calling their customer up and say "Hey, Mr...the address in your contract seems to be wrong" they just disconnected the phone. "If it's a mistake customer will call" you say? How does a wrong address look like fraud? It could be a freaking typo, which can be corrected with a call. Guess what? They SELL PHONES !!! Call your customer and make a customer happy.

Tom: you mean it's probably a legal requirement NOT to call your customer and disconnect their line? 9/11? I think it's just a dumb operator at Sunrise, not an anti-terrorism measure.
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  #27  
Old 06.11.2018, 14:12
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Re: Formal complain against SUNRISE!!

For your info, on that very day Sunrise stopped my line (26th of October), I went to two Sunrise shops to ask what was wrong.

An employee in the first shop, told me to call the call center 0800707707 and I said my phone can not put a call when there is no service to it.

That very day I went to another Sunrise shop and there they told me I am on a fraud-list and I said `Please do correct this mistake`.
They just sent an email to another employee stating this: 'The customer is not a fraud and she is standing right here in front of me'.

The next day was the day I went to the shop where I bought the Simcard and the contract to correct. And I explained them all that happened. The mobilezone employee said it has nothing to do with my address. They were rude.

I also called the Sunrise call center on Monday morning (with the help of a colleague) and Sunrise call center told me "I am not their customer. My name is not present in any of their lists (neither customer list nor fraud list) and my number is not their number.

I was still getting no service from Sunrise and I finally went to a Swisscom shop to get a proper contract and I am happy afterwards.
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